Search by ticket-number found wrong ticket

Technical assistance
1
  • Used Zammad version: 6.3.1
  • Used Zammad installation type: package
  • Operating system: debian 12.6
  • Browser + version: Edge + Firefox

Expected behavior:

  • Search by ticket-number shows the correct ticket

Actual behavior:

  • When we search a specific ticket-number - we get another ticket as search result.
    This is affected to only one ticket (as far as we know).

When we search for the ticket-number 1845117 we get the ticket-number 1846197 as result.
image
When we search for 1846197 we get 1846197 - there is no error.

There is no relationship between 1845117 and 1846197.
The string “1845117” is not found in ticket 1846197 (search in browser)
The string “1846197” is not found in ticket 1845117 (search in browser)

We also rebuild the search-index with “zammad run rake zammad:searchindex:rebuild” → no change - error still accours
We stop zammad, delete all indexes in elasticsearch and rebuild the searchindex → no change - error still accours
There are no errors during the rebuild.

I also didn’t find the ticket when I search directly in Kabana:

image
image758×390 16 KB

Other tickets are found in Kabana:

image
image1001×408 20.7 KB

production.log - search for ticket 1845117:

image
image1005×95 5.99 KB

Any ideas or hints why ticket 1845117 is not in searchindex?
And why is ticket 1846197 found when we search for 1845117?

Steps to reproduce the behavior:

2

You’re comparing two different search terms. If you just want to search for the ticket number in Zammad, you should also user number: 12345. It will return the definite result.

This behavior can have several reasons, a number combination that fits somewhere in the ticket text, IDs or anything like that. The full text search may provide more results some times because of that.

3

Thx for the hint :slight_smile:

But the search with “number: 1845117” is also empty for this ticket:
image

I try it for other tickets - and it works:
image

4

Okay. Then something is wrong with your searchindex, possibly a temporary issue where Zammad couldn’t add the ticket to the index and gave up at some point.

Make sure you have. at least 11% storage free. Zammad will go into read-only mode with 10% remaining storage free.

A rebuild should fix the issue in my opinion. This can be done during normal business hours, only the search will be limitted.